Terms of Service

Collective Coaches has established the following Terms of Service to ensure a safe, reliable, and transparent transport experience for all customers. By booking or using our services, you agree to these Terms.

1. Definitions

“Company” refers to Collective Coaches, including its employees, contractors, and affiliates.
“Customer” refers to any person or group making a booking or travelling with the Company.
“Service” means any transport, transfer, or shuttle service provided by the Company.

2. Booking & Payments

Your booking is confirmed once payment is received.
Please double-check your pickup time, date, and address — accurate details help everything run on time!
If you need to cancel, let us know at least 48 hours before your pickup for a refund (minus small transaction fees).

3. General Conditions

The Company provides transport services subject to vehicle availability and schedule commitments.
The Company reserves the right to refuse service to any customer who behaves inappropriately, poses a safety risk, or fails to comply with these Terms.
All passengers must wear seatbelts where provided.

4. Cancellations & No-Shows

Cancellations made more than 48 hours before the scheduled pickup time will be refunded, less transaction fees.
Cancellations made within 48 hours of pickup time are non-refundable.
No-shows (failure to appear at the pickup point without prior notice) are non-refundable.
If your plans change, please contact us as soon as possible — we’ll do our best to help.
Refunds will be processed within [insert number] business days of approval.

5. Airport Transfers and Delays

Delays may occur due to factors beyond the Company’s control, including traffic incidents, road closures, and weather conditions.
Customers are strongly encouraged to purchase travel insurance to protect against missed connections or delays.
If the Company is unable to pick you up on time, resulting in additional transport costs, the Company agrees to cover the balance of your transportation.
The Company strongly recommends allowing sufficient time for check-in and security when booking your airport transfer. Auckland Airport is often busy, particularly during peak travel times.
We do our best to be punctual, but sometimes delays happen (traffic, weather, road closures, etc.).
Please allow plenty of time to reach the airport — especially in busy periods.
If your flight is delayed, we’ll adjust where possible, but major schedule changes may include an extra charge.

6. Incorrect or Incomplete Information

The Company accepts no responsibility for missed flights or appointments resulting from incorrect or incomplete information provided by the Customer (e.g., wrong date, pickup time, address, contact number, passenger count, or excessive luggage not disclosed at booking).
Customers are solely responsible for providing accurate and complete travel details at the time of booking.

7. Communication

Email is the Company’s preferred method of contact, as it provides a written record of key details (times, dates, locations).
Please make sure your phone is on and reachable on the day of travel.

8. Flight Delays or Cancellations

If your inbound flight to Auckland is delayed, the Company will make every effort to accommodate your transfer.
Significant delays or cancellations that require rescheduling may incur additional charges.
Due to other bookings, further waiting times may occur before your revised pickup can be arranged.

9. Child Seats

While not legally required, the Company can provide a universal baby or child seat upon request.
Drivers are not trained to install these seats; parents or guardians must ensure the seat is properly secured before departure.
We can provide a baby seat upon request — but parents must fit and secure it themselves.
The Company is not responsible for any incidents involving a child’s restraint during the journey.

10. Luggage

Each passenger may bring one suitcase and one small carry-on item, unless otherwise arranged.
Oversized or excess luggage must be declared when booking.
Please tell us in advance about oversized or extra luggage so we can make room.
The Company is not responsible for damage to or loss of luggage or personal items unless caused by our negligence.

11. Passenger Conduct and Safety

The Company reserves the right to refuse transport to anyone who is intoxicated, aggressive, or poses a safety risk.
Seatbelts must be worn at all times.
Smoking, vaping, and alcohol consumption are strictly prohibited in all vehicles.
Passengers must comply with driver instructions at all times for safety reasons.
We may refuse service if a passenger is unsafe, disruptive, or intoxicated.

12. Liability

The Company will take all reasonable care to provide safe and timely transportation.
However, we’re not responsible for indirect losses (like missed flights or accommodation) beyond the value of your booking.
The Company is not liable for indirect or consequential losses (e.g., missed flights, accommodation, or connections) except where required by law.
The Company’s total liability for any claim shall not exceed the amount paid for the service.

13. Force Majeure

The Company is not liable for delays, cancellations, or service interruptions caused by events beyond its control, including but not limited to severe weather, road closures, accidents, pandemics, strikes, or government restrictions.

14. Privacy

Customer information collected during booking is used only to facilitate transport services and will not be shared with third parties except as required by law.
We respect your privacy. Any personal details you share are used only for your booking and never sold or shared without your consent.

15. Changes to Terms

The Company reserves the right to update or amend these Terms of Service at any time. Updates will be published on our website and take effect immediately.

16. Governing Law

These Terms of Service are governed by the laws of New Zealand. Any disputes shall be resolved under the exclusive jurisdiction of the New Zealand courts.

17. Our Promise

We aim to provide a reliable, friendly, and stress-free service every time. If something doesn’t go as planned, please contact us — we’ll always do our best to make it right.